Public requests management

A special application for recording and processing passenger requests and complaints, commissioned by Attiko Metro Operation Company S.A. It has been made in PHP and utilizes the Oracle Database.

The main functions of the system are described below:

  • Request registration. The request or complained is recorded and categorized. Also, a response deadline is determined by which time the passenger is to be contacted with a response. The setting of the response deadline depends on the category under which the request or complaint has been registered. Categories and deadlines can be altered and adjusted by the system administrator depending on the customer’s needs.
  • Electronic document attachment. All electronic documents pertaining to the specific request/complaint can be attached to the main request/complaint form by the passenger. Most types of document can be attached to the form including MS Word, PDF, image, text files, Html files etc. Each individual attached file can be characterized by the passenger based on its content.
  • Request controls and dissemination.This stage includes the following procedures:
    • The request/complaint and any attached files are compared to specific preset standards to verify the validity of the request. A number of checks and controls take place to identify inconsistencies in the request form that would suggest abuse of the system. For example, the application searches for prior requests/complaints with elements in common with the one in question based on the following criteria:
      • Same ID/passport number but different address or email address.
      • Same address but different ID/passport number or email address.
      • Same email address but different ID/passport number or address.
    • The specification of one person responsible for administering the request/complaint and other persons that need to be informed. All relevant persons are notified immediately via email avoiding any delays. Depending on the assigned category of the request, the system suggests a list of people to be notified based on predetermined criteria.
    • The time of the request/complaint is recorded as well as the name of the person responsible. When the process is complete, the records cannot be altered or tampered with.
    • Keywords are produced for easy access and search.
  • The passenger is informed of the time required for a response to their request/complaint. The process of informing the passenger of the time required for a response is accomplished via a table of pending tasks. Each pending task (i.e. response) can be updated, registered as completed and eliminated from the table by the user via email, phone or fax (with the opportunity to attach files in the case of email and fax). For each request category, a response template is also created which can be used or adapted by the user for speeding up the process.
  • Automatic reminder function. All registered as responsible for handling a request/complaint are automatically reminded of pending tasks via email in regular intervals. The time lapse between successive reminders becomes shorter as the set date for a response approaches.  The automatic reminder function is operated by an independent system. Each automatic email reminder is registered along with relevant information (including date, receiver, text, request/complaint ID). Aside from the information pertinent to the specific request/complaint, each reminder includes a list of all pending tasks.
  • Response composition. The user designated responsible for a request/complaint completes the response. When the response is composed, it is also categorized (e.g. acceptance or rejection of fine cancellation, use of bicycles on the train etc). The combination of the request/complaint category with the response category also determine the response template that is suggested to the user. If no such template exists as yet a full response needs to be composed.
  • Task completion. The task is registered as completed when the response has been checked by the person registered as the controller and it includes the following stages:
    • Verification of the correctness and appropriateness of the response.
    • Designation of keywords.
    • Dispatch of response to the passenger, and – when via email – completion of records and attachment of the response to the request/complaint.
    • Suggestion of corrective actions – if necessary – addressing the issues raised by the request/complaint for increasing passenger satisfaction.

For further information or requests for adjustments to the procedure relating to your personal requirements please do not hesitate to contact us.